Learn about the KWI retail omnichannel platform: mobile POS, Merchandising, Inventory Management, eCommerce,Order Management, CRM and more. Backed by Insight.
About the role
KWI is seeking a results-driven Senior Customer Success Manager (CSM) to manage and grow a portfolio of strategic accounts. This role is responsible for driving measurable customer outcomes, ensuring operational excellence in program execution, and contributing directly to retention and expansion of revenue.
What they're looking for
- GRR consistently above 95%
- NRR consistently above 105%
- NPS growth > 5 pts per year
- Able to articulate value to customer vs just being transactional
- Clear visibility into account health and proactive churn mitigation
- Comfortable forming and maintaining strong relationships with senior clients
More about this role
The Opportunity
KWI is seeking a results-driven Senior Customer Success Manager (CSM) to manage and grow a portfolio of strategic accounts. This role is responsible for driving measurable customer outcomes, ensuring operational excellence in program execution, and contributing directly to retention and expansion of revenue.
The Senior CSM will act as a trusted advisor to customers, aligning KWI’s solutions to their business objectives while maintaining strong Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through expansion opportunities.
The Senior CSM will form relationships at the highest levels of our customers (the “Sponsors” and not just the “Users”).
The Company
We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands.
We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are...
Browse similar: Startup jobs